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Several upset people contacted WESH 2 because they were told they couldn't get their money back. But after WESH started asking questions, the refund policy seemed to change.

Patti Porcelli is headed back to New York but wanted to see the Orlando Eye before leaving.

After waiting in line nearly an hour, the ride was closed for mechanical reasons.

She says she was told they would honor her ticket until Monday, but no refunds would be offered.

“Even if they gave me a year to use it, I won't be back in a year probably,” Porcelli said.

After spending $75 for three tickets, she says staff didn't want to hear about her flight which prevented her from waiting until midnight, in case the ride reopened.

"I'm a pushy New Yorker,” Porcelli said. “If I can't get someone to go along with me, no one can. I tried to explain our position, and he didn't want to hear it. He kept saying no refunds, no refunds."

Freddie Crespo took a video of guests waiting in line to get their money back. He says he's out $170 dollars and says tourists, who were flying out Sunday, were told tough luck.

"He said it's their policy not to give refunds,” Crespo said.

WESH contacted Robin Goodchild, the general manager of the Orlando Eye.

Goodchild said she wasn't aware why passengers were told they couldn't get a refund.

“I'm not aware of any specific scenario, so I need to speak to my team about that," she said.

Goodchild says the ride closed for an hour because it was stopping every two minutes.

He says there were no safety concerns, and passengers on board at the time were let off without a problem.